Troubleshooting the storage system
Maintaining a properly functioning storage system includes having the proper knowledge of troubleshooting issues when they occur and access to help with more technically complicated matters.
Getting help
If you continue experience technical difficulties after troubleshooting the storage system, contact Hitachi Vantara Support at https://support.hds.com/en_us/contact-us.html.
Solving problems
The following table lists possible error conditions and recommends actions to resolve each condition for the storage system.
If you cannot resolve an error condition, contact your Hitachi Vantara representative or contact customer support for assistance.
|
Error condition |
Recommended action |
|
Error message displayed |
Determine the type of error (refer to the SIM codes section). If possible, fix the cause of the error. If you cannot correct the error condition, contact customer support for assistance. |
|
General power failure |
Turn off all PDU switches and breakers. After the facility power is fully restored, turn on the switches and breakers and power on the system. See Turning storage system power on and off for instructions about turning on the power to the storage system. If necessary, contact customer support for assistance. |
|
Fence message is displayed on the console |
Determine whether there is a failed storage path. If a failed storage path occurred, toggle the RESTART switch and retry the operation. If the fence message displays again, contact customer support for assistance. |
|
READY LED does not go on, or there is no power supplied |
Contact customer support for assistance. WARNING: Do not open the storage system control frame/controller or touch any controls. |
|
ALARM LED is on |
If there is a temperature problem in the area, turn the power off to the storage system, lower the room temperature to the specified operating range, and then turn on the power to the storage system. If necessary, contact customer support for assistance with turning on the power to the storage system. If the area temperature is not the cause of the alarm, contact customer support for assistance. |
Service information messages
The storage systems generate service information messages (SIM) to identify normal operations. For example, TrueCopy pair status change, as well as service requirements and errors or failures. For assistance with SIMs, contact customer support.
SIMs can be generated by the front-end directors, back-end directors, and the SVP. All SIMs generated by the storage system are stored on the SVP for use by Hitachi Vantara personnel, displayed by the Device Manager - Storage Navigator software, and reported over SNMP to the open-systems host. The SIM display on Device Manager - Storage Navigator enables users to remotely view the SIMs reported by the attached storage systems. Each time a SIM is generated, the amber Message LED on the control panel turns on. The Hitachi Remote Ops also reports all SIMs to the support center.
SIMs are classified in four severity levels: service, moderate, serious, and acute. The service and moderate SIMs (lowest severity) do not require immediate attention and are addressed during routine maintenance. The serious and acute SIMs (highest severity) are reported to the host system once every eight hours.
The following figure illustrates a typical 32-byte SIM from the storage system. The SIMs are displayed by reference code (RC) and severity. The six-digit RC comprises bytes 22, 23, and 13, identifies the possible error and determines the severity. The SIM type, located in byte 28, indicates which component experienced the error.
